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Showing
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1
Online service failure : how consumers from emerging countries react and complain
Rohden, Simoni F.
;
Matos, Celso Augusto de
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 44-54
Persistent link: https://www.econbiz.de/10013165311
Saved in:
2
Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing
;
Gao, Yang
;
Rui, Huaxia
- In:
Journal of management information systems : JMIS
38
(
2021
)
3
,
pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
Saved in:
3
When social media delivers customer service : differential customer treatment in the airline industry
Gunarathne, Priyanga
;
Rui, Huaxia
;
Seidmann, Abraham
- In:
Management information systems : mis quarterly
42
(
2018
)
2
,
pp. 489-520
Persistent link: https://www.econbiz.de/10011878404
Saved in:
4
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
Saved in:
5
Handling consumer messages on social networking sites : customer service or privacy infringement?
Demmers, Joris
;
Dolen, Willemijn M. van
;
Weltevreden, …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
1
,
pp. 8-35
Persistent link: https://www.econbiz.de/10011848488
Saved in:
6
Customer service evaluations of employees with disabilities : the roles of perceived competence and service failure
Madera, Juan M.
;
Taylor, D. Christopher
;
Barber, Nelson A.
- In:
The Cornell hospitality quarterly
61
(
2020
)
1
,
pp. 5-18
Persistent link: https://www.econbiz.de/10012158099
Saved in:
7
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
8
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
9
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin
;
Aghazadeh, Hashem
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
Saved in:
10
Experiential regret in service failure : the role of service justices
Hwang, Hee-Jeong
;
Kang, Min-Jeong
;
Youn, Myoung-Kil
- In:
Journal of transnational management : the official …
21
(
2016
)
1
,
pp. 3-11
Persistent link: https://www.econbiz.de/10011455814
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